How Important is it for a Call Center Service Vendor to Have a Workforce Management Software?


24x7 call centerinbound call centerinbound contact center

For an inbound call center to remain profitable, it must maintain a high level of operational efficiency. This is particularly important when it comes to 24×7 call center operations. Workforce management solutions enable contact centers to manage their human resources much more effectively, simultaneously reducing costs and optimizing performance. Let’s take a look at a few of the key benefits workforce management software can provide to an inbound contact center.

What is workforce management?

For those not yet aware, workforce management is software that enables inbound call center management to track and measure any and all of the following:

  • Time and attendance
  • Employee scheduling
  • Performance monitoring
  • Payroll
  • Benefits
  • Training programs and assignments
  • Demand prediction
  • Vacation and leave planning
  • Crisis preparedness

All of these metrics have a role in achieving the following inbound contact center benefits:

Manage Staff Requirements – Making sure there are enough agents to effectively handle the anticipated volume of incoming calls, emails and live chat requests is one of the most important duties of a call center manager. It’s also one of the most challenging. With a workforce management tool, accurately predicting need and handling employee scheduling becomes much easier.

Optimize Performance – Running an efficient operation is critical to the success of an inbound contact center. Workforce management software allows supervisors to set service level objectives and establish protocols for things like attendance and break times. When performance can be tracked in real-time, management can continuously evaluate and quickly implement any necessary changes that will improve efficiency.

Minimize Costs – With workforce management technology, call center supervisors can more closely match supply and demand. This prevents staff overages and ensures that the number of agents correspond with the busiest and slowest call volumes. This is particularly beneficial in the case of a 24×7 call center. Having the right software can help allocate human resources in the most cost-effective manner possible.

Standardized Planning – Running a successful inbound contact center takes more than just managing the workforce in real-time. Leadership must also be able to accurately forecast and budget for the number of agents that will be needed in the future. Workforce management software enables more accurate planning and provides the ability to oversee these processes in one centralized place.

Track Remote Workers – To further cut costs, an inbound call center may leverage the assistance of remote agents who work from home. Of course, this presents a new set of challenges for supervisors. The right software can make it easy and efficient for managers to track performance and productivity of remote employees and ensure that all protocols are being followed.

Staffing is one of the biggest challenges managers face in an inbound contact center environment. Workforce management software helps streamline this critical task, ensuring that staffing levels remain optimized, costs are minimized and both productivity and efficiency are maximized.

Callnovo offers 24×7 call center service powered by workforce management software. To learn more, click here.

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